Anglo American–Customer Engagement Officer
The Customer Engagement Officer is responsible for executing Walk In Centre activities in a manner that ensures excellent customer service delivery. The incumbent will accurately assess the customer’s needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.
The incumbent is responsible for the resolution of customer and employee vendor queries, relating to the services represented through the Walk In Centre. The Agent will execute the Walk In Centre activities for Employee Services processes mentioned below:
Resourcing
Learning and Development
Data Management and
Payroll Execution.
As most enquiries will be escalated from the ES Walk In Centre to resolvers in the Process Teams, the incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries.
QUALIFICATIONS AND EXPERIENCE
· Grade 12
A relevant tertiary qualification is an added advantage.
2 – 4 years’ experience of working in a complex customer service environment.
Experience in the following areas is advantageous:
– Employee Services: Resourcing, Learning and Development, Data Management and Payroll Execution.
Related SAP experience is advantageous.
SKILLS AND KNOWLEDGE
Knowledge of Customer HR policies, procedures, remuneration and benefits i.e. relevant conditions of employment
Customer engagement and termination requirements
Data Control and verification as per Customer standard requests
Employee Services Business and Processing Knowledge
Customer relationship, interaction and communication skills
Personal attributes relevant to customer relationship skills i.e. Resourcefulness, Flexibility, Initiative, self-motivation, dedication, emotional control
Problem Analysis and Decision Making
Ability to contribute and participate in service management processes
SAP CRM Knowledge
NEED TO BE
PERSONAL ATTRIBUTES
Innovation and Resourcefulness
Resilience and Drive
Problem Solving
Integrity
Empowering
OTHER INFORMATION
If you do not hear from the Company within 21 days after the closing of the advert, please consider your application to be unsuccessful.
